IT Service Desk Analyst

About CooperSurgical:

CooperSurgical is a leading fertility and womens healthcare company dedicated to putting time on the side of women babies and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to womens healthcare providers including testing and treatment options.

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical headquartered in Trumbull CT produces and markets a wide array of products and services for use by womens health care clinicians. More information can be found at .

Job Summary:

Diagnose and independently resolve on-site or remote user computing systems incidents and underlying problems including high complexity multi-location impacting incident management.

Installs configures evaluates maintains monitors and troubleshoots client computing hardware and software to meet or exceed published SLAs with effective management of the customer relationship during the support process. Primarily responsible for providing first level support through handling incoming queries from internal customers. Provides user support in highly virtualized global environments. Initial customer contact could be over the phone via request and incident management self-service email messaging or in person.

Essential Functions & Accountabilities:

• Responds to first level inbound calls and electronic requests from internal customers.
• Creates and documents all support incidents from internal customers into the IT Service Management system.
• Provides first line support to resolve all tickets at the service desk before transferring to other IT and business teams.
• Analyzes and attempts to resolve tickets related to software and hardware.
• Establishes and develops relationships with other IT teams through frequent constructive communication.
• Complies with and supports policies and procedures.
• Ensures timely resolution or escalation of tickets and promptly communicates progress to internal customers.
• Handles customers issues or requests with a professional attitude.
• Complies with and supports policies and procedures.
• Participates in the out of hours support call rotation.
• Performs other related duties as assigned.

Knowledge Skills and Abilities:

• Exceptional Customer Service skills including but not limited to excellent telephone manner and the ability to manage challenging situations and expectations.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent written oral and interpersonal communication skills with a focus on listening and questioning skills.
• Ability to conduct research and products to provide support as required.
• Ability to present ideas in business-friendly and user-centric language.
• Excellent technical knowledge of client computing hardware and software including operating systems applications and related products web browsers and utility tools such as anti-virus file management and deployment software.
• Working technical knowledge of current protocols operating systems and standards.
• Excellent technical knowledge of mobile devices (smart phones tablets etc.).
• Team-oriented and skilled in working within a collaborative environment.

Work Environment:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard mouse and other computer components.
• Lifting and transporting of heavy to moderately heavy objects (up to 50lbs) such as computers and peripherals
• On-call availability.

Experience:

• Extensive application support experience
• Hands-on hardware troubleshooting experience
• Extensive equipment support experience with laptops desktops mobile devices etc.
• 2 years equivalent work experience; or an equivalent combination of education and experience

Education:

• A degree in the field of computer information systems and/or professional qualifications with work experience.

As an employee of CooperSurgical youll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck we offer a great compensation package medical coverage 401(k) parental leave fertility benefits paid time off for vacation personal sick and holidays and multiple other perks and benefits. Please visit us at to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email the internet or in any form and/or method will be deemed the sole property of CooperSurgical unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.